This is a job for a Reservations Lead Agent position with the company located in Biloxi, MS area.

Job Summary: Manage day-to-day Reservation and PBX operations. Ensure exceptional service is being provided to all internal and external guests. Leads department when Manager and Assistant Manager are not present. Always assist guests and agents.

Responsibilities: Monitors Day-today operations to ensure the department is meeting goals and objectives. Following policies and procedures and is providing services effectively and efficiently. Take corrective action as appropriate.

Produces and maintain a "kick ass" work environment, one in which Hard Rockers thrive.

Supervises the reservations process, ensuring quick, courteous, and effective service is delivered routinely; assist in the process as necessary.

Executes the hotel's daily, weekly sell strategy.

Monitors all internet channels when assistant manager and manager are not present.

Verify suites and handicap rooms are assigned daily.

Checks 3rd party reservations. Confirms and charges when needed.

Provides support to Reservation/PBX staff in the guest problem resolution process.

Monitors the number of calls in cue to minimize the number of abandoned calls.

Briefs staff on pertinent information.

May assist with scheduling and coordinates break schedule for Agents.

Monitors labor resources to ensure maximum effectiveness in guest service while realizing full profit potential.

Observes Agent performance providing timely & effective feedback.

Ensures that Agents are maintaining a proper image regarding grooming and uniform standards.

Establishes and maintains close working relationships with all departments ensuring maximum cooperation, productivity, morale, and guest service.

Makes suggestions for improvements in overall operations with emphasis on increasing guest satisfaction, revenues as well as reducing costs.

Acknowledges high achieving Hard Rockers.

Displays fair treatment with respect to disciplinary action and produce documentation as necessary.

Resolves guest & Hard Rocker issues/disputes.

Develops, implements, and participates in various committees addressing guest/Hard Rocker issues.

Mentors Agents assisting in their professional development and growth.

Assists with performance appraisals for direct reporting Hard Rockers.

Adheres to department and property policies and procedures.

Supervises Reservation and PBX Agents.

Verify reservations and cancellation in Synxis

Completed MOD log and 5-day out availability report at the end of each shift.

Assume same job description as Reservation Agent.

Processes gift cards and credit card authorization forms.

Maintains service sequence weekly and guest service initiative quarterly.

Assists with training new agents when needed.

Requirements: A. Knowledge: The level of education, experience, and training an individual must have at minimum to be considered qualified for the position. B. Skills: Specific skills such as computer usage, communication, 10-key touch, etc. C. Abilities: The physical components of the job and how the physical aspect is accomplished. Does the position require LIFTING 50 pounds, or does it require one to MOVE 50 pounds. Can the 50 pounds be moved using a dolly or cart? (Examples: climbing, balancing, stooping, kneeling, crouching, crawling, reaching, handling, fingering, feeling, talking, hearing, tasting, smelling, color vision, etc.) High school diploma or GED. Must project a professional and positive image. High energy level. Proficiency in typing. Excellent non-verbal communication skills -- good posture, able to establish eye contact, and positive body language. Must project a professional and positive image. Ability to handle and carry out instructions. Ability to deal with people in a manner that shows sensitivity, tact, and professionalism. Must be able to maintain composure under stress in a fast-paced wo k environment. Basic reading and math skills. Ability to work a flexible schedule. Excellent interpersonal and communication skills. Must be able to communicate clearly and effectively with all Hard Rockers and guests. Ability to understand and promulgate written memos, instructions, regulations. Ability to obtain a Mississippi Gaming badge (work permit).

At Bally's Corporation, we are committed to promoting equal opportunities in employment and working conditions.

We believe passionately that employing a diverse workforce is central to our success. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on any status protected by the laws or regulations in the locations where we operate.